We are looking for a proactive, service-oriented, and technically skilled Retail IT Support to provide technical support across New Era Mexico's retail operations. This role is responsible for ensuring the availability, performance, and security of end-user technology, supporting stores and corporate users through hardware, software, network, and systems administration.

The idóneo candidate is highly organized, solution-driven, and committed to delivering excellent internal customer service while maintaining the stability and efficiency of the company's technology infrastructure.

Key Responsibilities

Technical Support

- Provide first and second-level technical support to retail stores and corporate users, resolving hardware, software, network, and application issues.
- Troubleshoot and diagnose technical incidents, ensuring timely resolution and minimal business disruption.
- Support printers, point-of-sale peripherals, workstations, and other end-user devices.
- Deliver remote and on-site technical assistance as required.

Infrastructure & Systems
- Install, configure, and maintain Windows operating systems, business applications, and user equipment.
- Monitor and support wired and wireless network connectivity across retail locations.
- Assist in the implementation, configuration, and maintenance of IT systems and infrastructure.
- Support system upgrades, deployments, and technology projects.

Asset & Inventory Management
- Maintain accurate inventory records for IT assets and equipment.
- Coordinate the assignment, tracking, and recovery of company technology assets.
- Ensure proper organization and lifecycle management of hardware and peripherals.

Maintenance & Security




- Perform preventive and corrective maintenance on computer equipment.
- Implement and maintain security best practices, including user permissions, software installation controls, and endpoint protection.
- Monitor equipment performance to ensure operational readiness and business continuity.
- Support compliance with corporate IT policies and security standards.

Continuous Improvement
- Identify opportunities to improve IT processes, support efficiency, and user experience.
- Participate in technology implementations and initiatives that enhance business operations.
- Document technical procedures, configurations, and troubleshooting guides.

Qualifications

Education

- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred.

Experience
- Minimum of 2 years of experience in IT Support, Help Desk, or a similar technical support role.
- Experience supporting Windows operating systems and Microsoft environments.
- Experience installing and configuring software, hardware, and peripheral devices.
- Experience supporting retail environments is a plus.

Technical Skills

- Strong knowledge of Windows operating systems.
- Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and wireless networking.
- Knowledge of Active Directory and Windows permissions management.
- Experience with remote support and troubleshooting tools.
- Basic knowledge of servers, databases, and IT infrastructure.
- Understanding of cybersecurity best practices and endpoint protection.

This is a full-time, on-site position, based at our Santa Fe office in Mexico City, Monday through Friday.

📌 Retail IT Support (Ciudad de México)
🏢 New Era Cap
📍 Ciudad de México